The Parts Girl Podcast

Ron Marvo is a Business Development Expert at Sandy Cerami & Associates. He is serving clients large and small, corporate, and individual to help them gain clarity and insight in order to create a pathway to recruiting top talent, enhanced culture, stronger employee retention, and record-breaking profitability.

In this episode, I’m joined by Ron Marvo, a former Golden Glove state champion and certified boxing coach. Ron carries his boxing knowledge and mindset into the automotive industry, providing business development training and recruiting services for B2B and B2C sellers.

Ron brings his boxing mindset of focus, discipline, and determination into his work, emphasizing the importance of authenticity and genuine communication. He believes that building trust with clients is the key to success, and he stresses the significance of showing a genuine interest in their needs.

But Ron isn't just passionate about boxing and sales–he's also a strong advocate for building relationships and nurturing long-term connections. In his upcoming virtual academy, the Seven Pillars of Killer Business Development, he aims to guide selling professionals towards becoming trusted advisors in the marketplace.

One thought-provoking topic Ron also discusses in this episode is the rise of YouTube celebrities like Jake Paul entering the boxing world. While these influencers have successfully branded themselves and attracted attention, Ron raises concerns about the impact on professional boxers who have dedicated years to their craft.

Throughout the conversation, Ron shares stories from his own journey, including how his father's advice and his own experiences in the ring shaped his mindset. He also offers valuable insights on creating a personal brand, leveraging social media, and understanding client needs.

Tune in to the Parts Girl Podcast and hear how boxing principles can be applied to the automotive industry. Join us as we explore the importance of authenticity, building trust, and winning in sales.

Takeaways

1. Authenticity is key.

2. Build relationships over transactions.

3. Create your personal brand.

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Angela Willoughby is a Fixed Operations Analyst at Foundation Automotive Corp, a company providing modern automotive solutions across North America. She has over 15 years leading teams to success through outstanding leadership, training, coaching, teamwork and positive attitude.

In the competitive world of automotive sales and service, maximizing dealership performance is crucial for success. In this Summer Camp Series episode of the Parts Girl Podcast, Kaylee Felio sat down with industry expert Angela Willoughby to delve into the key strategies and insights necessary to achieve outstanding results.

Angela Willoughby emphasizes that success starts with building strong relationships with the right individuals responsible for your store or chain of stores. Understanding reporting and performance metrics is equally important. Angela also highlights the significance of knowing the return on investment (ROI) of applications and how they benefit your business, as well as the need for fostering positive relationships with vendors to improve ROI.

Application utilization is a key factor in driving dealership performance. Angela explains that achieving an ideal utilization rate of 80-85% is crucial for reaping the full benefits of the application. Active communication with vendors and representatives is also vital to ensure the best outcomes.

Beyond the automotive realm, Angela Willoughby shares her love for organizing and sorting, particularly her passion for Legos. Drawing an intriguing parallel, she compares assembling puzzles to the process of parsing and sorting data. Her insights shed light on the importance of a compartmentalized and sorted approach to data analysis.

Adaptability is another critical aspect that Angela Willougby emphasizes. As the automotive industry continues to evolve, it is essential for businesses to embrace change and adapt to new tools and applications. Angela also encourages collaboration and coaching within the dealership team to ensure everyone is aligned with business objectives.

Angela's final thoughts revolve around the importance of constant improvement and learning from past experiences. Whether it's exploring new vendors for fresh perspectives or being open to change, there is always room for growth and better outcomes in every dealership.

Takeaways

1. Understand reporting and performance metrics.

2. Maximize your application utilization to achieve optimal results.

3. Embrace adaptability in the ever-evolving automotive industry.

Quote

“The number one thing to be successful in the automotive industry is adaptability." -Angela Willoughby

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Angela Willoughby

Ellen Haney is a Dealership Parts Manager at Jeff Schmitt Nissan, a company offering a wide selection of vehicles and making the car buying process as quick and hassle free as possible.

In this Summer Camp Series episode of the Parts Girl Podcast, Kaylee Felio sits down with Ellen Haney, a parts manager with a passion for efficient inventory management. Ellen shares her experiences and expertise, shedding light on the crucial role of the parts department in a dealership and offering valuable advice for smooth operations and customer satisfaction.

Ellen Haney emphasizes the importance of inventory management and highlights the key roles within her team, including the counter-person and parts manager. They work together to handle parts ordering, ensure timely delivery, and prevent parts from becoming obsolete.

Communication and fostering a sense of importance within the dealership are also integral to Ellen's approach. Employees need to be aware of their significance in the parts department and the valuable support they provide. Special order parts require a dedicated process, including prepayment, to minimize obsolescence. Once the parts are received, customers are promptly notified. However, it's essential to establish a system for handling unused prepaid parts.

Ellen Haney and her colleague prioritize efficiency, emphasizing the importance of open conversations and understanding each other's perspectives. They exchange knowledge and expertise, recognizing the value of collaboration and continuous learning. Ellen Haney also highlights the need for excellent customer service towards technicians, who sometimes assume parts people automatically know what to order. To overcome this, her company goes the extra mile by providing pictures and diagrams to facilitate better communication.

Throughout the episode, Ellen Haney shares valuable insights into managing inventory effectively, utilizing manufacturer programs to their full advantage, and leveraging data from dealer management systems such as CDK. She stresses the importance of sharing knowledge, maintaining a process-oriented approach, and understanding how every action affects the dealership as a whole.

Takeaways

1. Communicate the importance of the parts department within the dealership.

2. Collaboration and knowledge sharing are vital for success in inventory management.

3. Excellent customer service towards technicians improves communication.

Quote

“My biggest thing is sharing knowledge. If you know something that someone else does not, do not put your ego in the way." -Ellen Haney

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Ellen Haney

Bob Gower is the Chief Operating Officer of Traver Connect, a company enabling automotive dealers to maximize service lane revenue and turn leads into car purchases. He has over 36 years of experience in Automotive with more than fifteen of those in retail automotive. Starting at the bottom is not uncommon to him, as he has had every job in the dealership from Sales, and Service to Management and Operations working his way to General Manager.

In this Summer Camp Series episode of the Parts Girl Podcast, Kaylee Felio and special guest Bob Gower delve into these challenges and provide valuable insights on improving customer retention in the industry. The automotive industry is experiencing increasingly fierce competition, with third-party service providers offering convenience and the perception of better pricing. Customer retention has become a crucial challenge for car dealerships, calling for innovative strategies to win back customers and keep them coming back. 

Technology also plays a central role in today's customer-centric world. Car dealerships need to leverage technology effectively to provide a high level of service and convenience to customers. Personalized text messages, appointment scheduling services, and other innovative tools can improve communication, enhance the customer experience, and build loyalty.

One key strategy discussed in this episode is the implementation of a Business Development Center (BDC). BDCs can serve as a vital asset to handle customer calls and inquiries, ensuring prompt and attentive service. Whether staffed on-site or outsourced, BDCs can significantly contribute to customer retention and profitability.

Overwhelmed service departments and understaffing can also often hinder customer service efforts. Prioritizing tasks and effectively delegating responsibilities can alleviate the pressure on dealership staff, enabling them to focus on delivering exceptional service. Outsourcing certain functions or hiring additional personnel can also help alleviate workload and improve customer satisfaction.

In an ever-evolving industry, customer retention has emerged as a critical factor for success in the automotive marketplace. Car dealerships must adapt to the increasingly high-touch and high-tech expectations of customers. By utilizing technology, implementing a Business Development Center, and addressing staffing needs appropriately, dealerships can drive customer retention, enhance the customer experience, and ensure long-term profitability.

Takeaways

1. Prioritize customer retention.

2. Leverage technology for convenience.

3. Implement BDCs and additional staff.

Quote

“Fixed operations is the new variable. That's where the profit is today." -Bob Gower

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Bob Gower

Chuck Hartle is the Founder and President of Parts Edge, a company helping to increase DMS utilization, improves efficiency, accuracy, and profitability with solid and consistent plans for eliminating all types of idle inventory in a Parts Operations.

In this Summer Camp Series episode of the Parts Girl Podcast, we are joined by Chuck Hartle, an experienced professional in the automotive industry, specifically in the parts and service sector. Chuck Hartle shares valuable insights into inventory control, pricing strategies, and the challenges faced by parts managers in today's competitive market.

Chuck Hartle emphasizes the importance of understanding the rules and policies set by manufacturers. While dealerships play a crucial role in holding inventory and meeting compliance, manufacturers often control the inventory and hold dealers accountable for carrying it. However, Chuck encourages dealerships to be efficient and not solely rely on manufacturers, ensuring their bottom line is protected and expenses are effectively passed on to customers.

Another significant aspect Chuck Hartle touches upon is the need for effective inventory management and accurate record-keeping. Being organized not only helps in providing excellent customer service but also maximizes profits and reduces holding costs. Chuck's favorite stress relief activity is organizing and straightening inventory, a testament to his dedication and expertise in this field.

Furthermore, Chuck advises parts managers to pay attention to special orders and maintain good communication with customers. By focusing on controlling special orders and identifying wholesale clients who frequently return parts, dealerships can achieve success in parts management. Additionally, pricing adjustments, especially on wholesale items, can help increase gross profit figures, allowing dealerships to navigate the increasing costs of doing business.

Join Kaylee and Chuck as they delve into the intricacies of parts management, pricing strategies, and the importance of efficient inventory control. This episode is packed with practical advice and real-life experiences that will benefit anyone in the automotive parts industry.

Takeaways

1. Understand the rules and policies.
2. Control special orders and communicate effectively.
3. Make pricing adjustments and increase gross profit figures.

Quote

“Know the rules based on your manufacturer. Know them in-depth." -Chuck Hartle

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Chuck Hartle

Erick Jauregui is the National Training Director of National Auto Care (an APCO Holdings Brand).

In this Summer Camp Series episode of the Parts Girl Podcast, we have training expert Erick Jauregui shedding light on his valuable insights and providing actionable tips. His advice aims to assist listeners in achieving excellence in their respective roles within the automotive industry.

Key to Erick's philosophy is the consistency in training. He strongly underlines that training shouldn't be considered a one-time event, but rather an ongoing process. According to Erick, it's not just the specific information imparted during training sessions that matters, but the commitment to regularly showing up and consistently pushing for improvement.

Beyond training, Erick Jauregui stresses the core aspect of success in the automotive industry: customer experience. From delivering vehicles with a positive attitude to meticulously attending to detail, every action contributes to the customer's experience. He promotes the idea of envisioning customer happiness before interactions and emphasizes the importance of focusing on customer retention.

Erick Jauregui maintains that training and skill development are ongoing efforts. To him, staying trainable and seeking constant improvement are essential attributes. He reflects on the significance of being open-minded, seeking key points when serving clients, and shifting the focus towards providing solutions rather than getting entangled in emotional responses.

For successful managers in the automotive industry, Erick underscores the importance of metrics and reports. They serve as instrumental tools to assess advisors' effectiveness, maintain consistency in performance numbers, and pinpoint areas that require improvement.

By training with the end goal in mind, it is possible to unlock success in fixed operations and pave your way towards becoming a top performer in the field. Embrace consistency in training, prioritize delivering exceptional customer experiences, and continually strive for self-improvement. 

Takeaways

1. Consistency in training ensures effective knowledge transfer.

2. Visualizing success fosters exceptional customer interactions.

3. Continuous skill development enhances fixed operations proficiency.

Quote

“Being able to complete the experience with a positive outcome is very important." -Erick Jauregui

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Erick Jauregui

Shaun Raines is the Owner and Founder of Dealer SuperHero, a company providing digital performance management, marketing and creative services to dealers and vendors, as well as providing automotive industry advisory services, strategic planning and consulting for investors, companies and OEM’s.

In this Summer Camp Series episode of the Parts Girl Podcast, we dive into the world of parts and service departments in dealerships and explore how they can be revolutionized to provide exceptional customer experiences and boost profitability.

Today’s guest, Shaun Raines, an expert in fixed ops with a wealth of industry experience, shares valuable insights and recommendations for ensuring dealerships have a thriving accessories department. Shaun recognizes the need to cater to the growing demand for customized vehicles and explores why more dealerships don't focus on this. Drawing from personal experiences, he discusses the allure of adding unique accessories to vehicles and the challenges faced when searching for the perfect parts.

He emphasizes the crucial role of a well-functioning parts and service department in customer retention and profitability. Shaun highlights the negative impact of a poor website experience on losing customer business and offers practical suggestions for improvement. From utilizing existing customers as leads to enhancing parts and service content and merchandising on websites, he sheds light on the path to success in fixed operations.

Shaun Raines also delves into the struggles faced by parts management in dealerships, addressing issues such as obsolescence, idle parts, and the challenge of implementing e-commerce solutions. He recommends strategies to decrease costs and increase profitability, including establishing a private catalog and integrating it into the primary website. Additionally, Shaun encourages dealerships to start small by offering online sales for top-selling products and embracing digital advertising to promote specific parts.

So, whether you're a dealership owner, employee, or simply an automotive enthusiast, this episode of the Parts Girl Podcast is a must-listen. Join us as we uncover the potential of parts and service departments in dealerships and discover innovative ways to enhance the customer journey, empower staff, and drive profitability.

Takeaways

1. Train staff for top-notch service and customer retention.

2. Boost parts' online visibility and sales.

3. Strategically address parts management for profitability.

Quote

“The service experience has to be better than the sales experience." -Shaun Raines

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Shaun Raines

Mike Bachara is the Owner and President of Pro Count West, an Automotive Company specializing in Parts Department Inventories, Consulting, Termination Returns and overall improvement to Parts Department Operations in new car dealerships

In this episode of the Parts Girl Podcast, Kaylee Felio sits down with inventory management expert Mike Bachara to delve into the intricacies and importance of inventory management in the dealership setting. Accurate inventory management is crucial for the success of any dealership. From keeping track of parts on the shelves to avoiding costly errors and ensuring customer satisfaction, the parts department plays a significant role in maximizing return on investment. 

To ensure accurate accounting figures and maintain proper stocking levels, monthly reconciliations are essential. By regularly tracking and reconciling inventory, dealerships can pinpoint discrepancies and address them promptly. This leads to increased productivity in the shop and avoids wasted time and money for technicians and customers.

Special order parts can often be a source of inventory discrepancies. Having an effective system in place to track and manage these orders is crucial. Bachara recommends monthly counting of special order parts to catch any errors and discrepancies early on. This not only prevents customer dissatisfaction but also ensures accurate accounting figures.

Many dealerships struggle with conducting thorough physical inventory checks themselves. Hiring an outside company, experienced in inventory management, can bring valuable expertise to ensure accurate figures and prevent missed inventory items. By partnering with such companies, dealerships can save time, resources, and have confidence in the accuracy of their inventory numbers.

Accurate inventory management is vital in maximizing return on investment for dealerships. Monthly reconciliations, efficient tracking systems for special order parts, and leveraging outside expertise for physical inventory checks are all key strategies for achieving this goal. By implementing these practices, dealerships can improve productivity, minimize errors, and keep customer satisfaction high.

Takeaways

1. Have a regular physical inventory.

2. Prepare your inventory first before doing physical.

3. Having discrepancies in inventory can be costly.

Quote

“Get your inventory prepared for a physical because that's the way you're gonna get the most accurate count." -Mike Bachara

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Mike Bachara

Stan Mirzayev is the Co-Founder and CEO of Parts Pass, a company committed to revolutionize the customer experience through the power of technology, including AI, to streamline the process of purchasing auto parts.

In this episode of the Parts Girl podcast, Kaylee Felio sits down with Stan Mirzayev to discuss his innovative app that is revolutionizing the car parts industry. Parts Pass is a free mobile app that simplifies the process of ordering car parts by integrating artificial intelligence and user-friendly features. Whether you are a car enthusiast or a regular driver, this app will make your life easier when it comes to getting the right parts for your vehicle.

The app's three-step process is a game-changer. Simply take a picture of your car or enter its year, make, and model, and Parts Pass will provide you with a comprehensive list of available parts, complete with pricing, manufacturer notes, and warranty information. It's like having a personal assistant for car repairs, right at your fingertips.

What sets Parts Pass apart is its commitment to user feedback and continuous improvement. Stan believes in creating a minimum viable product (MVP) and being open to feedback, even if it means facing criticism. By embracing feedback and adapting the app based on user needs, Parts Pass ensures that its users have the best experience possible.

But it's not just about the app's functionality. Stan also emphasizes the importance of maintaining a positive mindset. Through conversations with oneself and a belief in the quote "this too shall pass," he navigates challenging situations and finds joy in the positive moments.

If you're tired of the hassle of searching for the right car parts and want a simpler solution, the Parts Pass app is the answer. Join us on the Parts Girl Podcast as we delve into the world of Parts Pass, its user-friendly features, and the power of maintaining a positive mindset in the world of entrepreneurship.

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Stan Mirzayev

Bill Springer is a seasoned automotive professional with over 35 years of experience in the industry. He started his career in commercial lending after college, but eventually found his way to Krex, a family-owned automotive business. Despite receiving his MBA, Bill fell in love with the business and has been with Krex ever since. Over the years, the company has undergone significant changes and today operates in a very different space than when he first started.

In this episode of the Parts Girl podcast, Kaylee Felio talks to Bill Springer, the CEO and President of DriveSure. They discussed the importance of trust in the car dealership industry, lessons learned from the automotive business, maintaining work-life balance, and more. Bill shares his insights on utilizing strategic solutions to improve retention rates, especially in the tire business, and building long-term trust with dealerships.

One key takeaway from the episode is the importance of building trust in the car dealership industry. Bill Springer emphasizes that relationships are critical in business and that building trust can lead to positive referrals, which can help to grow a dealership's customer base.

Another important lesson is the impact that strategic solutions can have on a dealership's financial performance, particularly in regards to 12-month retention rates. Bill discusses the tire business, which he says is a significant source of defection among customers. He notes that dealerships need to focus on customer retention for tires and do it well to see success in retaining customers.

Finally, Bill emphasizes the value of a healthy sense of humility. He shares that it allows you to learn even more from others and remain open to new ideas and perspectives. Overall, the episode provides valuable insights on building trust, utilizing strategic solutions, and maintaining a sense of humility in the automotive business.

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Bill Springer

Jess Burkhart is the Chief Marketing Officer of SCP Agency, the National Sales Director of Epic BDC, and host of the Chicks in Charge Podcast. With six years under her belt, she has cemented her status as a key player in her field. Her story serves as a beacon of motivation for many.

In today's episode, Jess sits down with Kaylee to share her journey. She outlines how she carved out her path in the automotive industry, starting with zero prior knowledge and rising to the position of Chief Marketing Officer. Throughout their conversation, they shed light on the challenges and rewards associated with working in a male-dominated industry. Moreover, they highlight the value of nurturing a supportive community and the significance of extending a helping hand to those in need.

Despite the automotive industry's long history of male dominance, a growing wave of young women, like Jess, are making their presence known. Jess's journey began in sales, where she sought advice from successful salesmen Brad Pashel and Eric Wilson. Eager to lend their expertise, they equipped her with valuable tips and tricks.

Nonetheless, Jess faced significant hurdles on her path to success. One of these was overcoming a mindset issue, a challenge that she successfully navigated. Following a difficult conversation with Robin, she felt drawn even closer to the company. Even when she was told that her pregnancy might block her from promotion, Jess persisted and ultimately secured her role as the National Sales Director for Epic BDC.

The challenges Jess faced weren't confined to her professional life. As a mother, she navigated serious health issues with her daughter Kenley, who was born premature. Kenley spent a month and a half in the NICU, faced ongoing health challenges, and was in and out of Joplin and Kansas City Children's Mercy hospital. Despite these hurdles, Jess serves as a testament to the possibility of balancing work and home life, even under the toughest of circumstances.

The story of Jess Burkhart is a true inspiration. It illustrates how, with the right attitude, mentorship, and support, anyone can break barriers in a male-dominated industry. Her journey also stands as proof that it is entirely possible for working moms to strike a balance between career and family life, no matter how challenging it might seem.

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Jess Burkart

Jill Trotta is a veteran of the automotive industry, having spent 9 years with Repair Pal before embarking on a 9-month long search for her next move. With her extensive experience, Jill brings a wealth of knowledge to the automotive industry and continues to seek out new challenges and opportunities.

In this episode of Parts Girl Podcast, Kaylee Felio interviews Jill Trotta, a former Repair Pal employee who now works with Torqata. Jill discusses her career journey, her passion for educating consumers about tire safety and replacements, and the importance of offering tire services in the automotive industry. She also shares her thoughts on hydrogen technology and her experience with owning a Toyota Mirai hydrogen vehicle.

The tire industry can be lucrative if businesses prioritize offering tire services as part of their vehicle maintenance and repair offerings. Jill emphasized the importance of educating consumers on tire safety and replacement. She shared her own experience of not prioritizing tire safety when she was younger, which led to a car accident. This underscores the critical need to raise awareness about the significance of maintaining tires and the potential danger of driving on expired or worn-out tires.

Finally, Jill shared her thoughts on hydrogen technology and her experience of owning a Toyota Mirai hydrogen vehicle. Hydrogen technology has the potential to revolutionize the automotive industry, but infrastructure and supply chain issues must be addressed for its wider adoption.

Overall, the episode provides valuable insights for businesses in the automotive industry and for consumers who prioritize vehicle safety. By offering tire services and educating consumers, businesses can increase their profits while promoting road safety.

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Jill Trotta

Jonathan Cabak is the co-founder and CEO of Detect Auto, an AI-based analytics platform aimed at improving the efficiency and profitability of auto repair shops. He previously ran a company that sold computer vision-based fans, which had a camera in the middle and would rotate to face the person in the room. After pivoting to the auto repair industry, Jonathan Cabak has been successful in bringing his innovative ideas to the forefront.

On today's episode, Jonathan sits down with Kaylee to shed light on his experiences of automating the data collection process for auto repair shops. They explore the hurdles these shops encounter when collecting data, as well as how Jonathan's company eliminates the need for manual data entry, paving the way for more streamlined operations. 

Over the years, auto repair shops have grappled with numerous challenges. Among the most persistent of these is the issue of data collection. Thankfully, thanks to technological advancements, a solution now exists that simplifies this process. This breakthrough software automatically gathers data for shops, thereby cutting out manual data entry and pinpointing any bottlenecks in their repair flow.

Jonathan highlights three crucial elements in an auto repair shop: people, process, and pricing. Considering the dynamic nature of each team member, it becomes essential to assign tasks that each individual can excel at. As such, an efficient process becomes integral to maintaining effective communication between technicians and the front-of-house staff when transferring vital data points.

While AI automation excels at performing tasks and thinking outside the box, human involvement remains indispensable when it comes to managing dynamic situations. Therefore, striking a balance between the two is essential in the workplace. The benefits of utilizing AI can extend to using voice assistants to identify necessary parts for a task. However, more complex workloads may still require the human touch to fully understand and navigate the situation.

To wrap things up, it's clear that efficient data collection and improved shop efficiency can have a profound positive impact on the overall customer experience. By eliminating manual data entry, data collection and analysis become more accurate, leading to enhanced communication and smoother transactions for repair orders. 

Ultimately, the auto repair industry is set to become one of the most automated and digital-driven in the next decade. And with the right technological tools, skills, training, and expertise, it's a future that can bring benefits to customers, employees, and employers alike.

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Jonathan Cabak

Richard Mueller is a shop foreman at Cochrane GM in Alberta, Canada. He has over 13 years of experience in the automotive industry, and he is passionate about his work. Richard started working in the automotive industry when he was 16 years old. He has worked in a variety of roles in the industry, including parts clerk, service advisor, and mechanic. He has been a shop foreman for the past two years.

In this interview, Richard joined Kaylee and talked about his career in the automotive industry, his experience as a shop foreman, and his advice for aspiring mechanics. Richard also explores the world of vendors and suppliers and how he navigates it.

Richard explains that vendors must be ready to "play ball." This means providing comprehensive price sheets and references upfront. Vendors must prove their value and earn Richard's business, especially considering the number of vendors vying for his attention. He goes on to mention that, given similar price points, he prefers to work with those who treat him with respect and consideration.

The episode also delves into the decision-making process of selecting services for the shop. Richard shares how he, along with his service team, evaluate various options, from coaches and consultants to experienced service advisors. These decisions often involve balancing the immediate needs of the shop with longer-term goals and improvements.

Despite the challenges and complexities, Richard's love for his job shines through. He enjoys the variability and unpredictability, whether it's dealing with a particular vehicle in his bay or conversing with a customer. This love for challenge and problem-solving is a testament to his dedication and passion for his work.

Lastly, Richard gives us a peek into the lighter side of being in the car business–the physical toll it takes on one's body, resulting in swollen hands and strange cuts. It's a reminder of the often-overlooked physical aspects of working in the automotive industry.

As we wrap up our enlightening conversation with Richard, we are reminded of the complexities of managing an automotive shop and the interesting dynamics it involves. From dealing with vendors to making critical decisions for the shop, it is clear that every day is a new adventure.

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Richard Mueller

Darryl Terrell is a highly experienced and passionate automotive professional, currently serving as the Service and Parts Director at Matt Bowers Chevy of Metairie. With over 15 years of experience in the automotive industry, Darryl has honed his skills in managing service departments, parts inventory, and customer relations. His expertise extends to both domestic and import vehicles, and he is dedicated to providing the best possible customer experience in the industry.

In this episode, Darryl shares his journey in the automotive industry, the challenges he faced, and the importance of communication and continuous learning in his role. Darryl emphasized the significance of communication and constant growth in his role, and shared valuable insights on how to navigate the challenges in this field. He also discussed his favorite tools and vendors that help him excel in the fixed ops field. 

One of the essential aspects Darryl highlighted was the importance of clarity and effective communication in the workplace. Ensuring that employees understand their roles and expectations is critical in fostering a positive work environment and promoting productivity. As a leader, it's crucial to provide employees with the necessary information and tools to succeed.

Another vital component in Darryl's success is his commitment to continuous learning. In today's rapidly changing industry, staying updated with the latest trends and developments is crucial. Darryl shared that he makes the most of his daily commute by listening to audiobooks, allowing him to gain new knowledge and stay motivated.

Lastly, Darryl discussed some of his favorite tools and vendors that have played a significant role in his career growth. By leveraging the right tools and resources, fixed operations professionals can streamline their processes, increase efficiency, and ultimately drive success.

Ultimately, Darryl's journey in the automotive industry offers valuable lessons in the power of communication and continuous learning. By prioritizing these aspects and leveraging the right tools, professionals in the fixed ops field can thrive and excel in their careers.

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Darryl Terrell

Wendy Reeves is a seasoned BDC expert and the founder of BDC Angels. Wendy's deep passion for cars led her to work in the automotive industry for over three decades, starting as a receptionist and working her way up to becoming a BDC expert. She is known for her hands-on approach to teaching sales and BDC teams, which has resulted in increased motivation, performance, and customer satisfaction.

Today, Wendy joined Kaylee and shared her insights on the importance of going back to the basics to achieve success. She emphasizes the significance of starting small and taking things step by step, an essential lesson for anyone in the automotive industry. She is also a consultant and trainer for BDC-related matters, including on-site launches, training the trainer, consulting, and remote work from home agents.

During the interview, Wendy also discussed the challenges that dealerships face when it comes to adopting new technology and processes. She emphasized that the key to success is to focus on the people and processes first, rather than solely on the technology. Wendy encourages dealerships to prioritize their staff's training and development to ensure they have the skills and knowledge necessary to leverage new tools effectively.

Wendy's expertise in BDC and vehicle buying centers has helped many dealerships achieve their sales and revenue goals. Her advice and insights are especially relevant today as the automotive industry navigates unprecedented change and disruption, from the rise of electric vehicles to the impact of the COVID-19 pandemic. 

In Wendy's own words, she is "a total MacGyver - a solution for every problem kind of person," who believes that going back to the basics is the key to success. Wendy's wealth of experience and advice can help dealerships get the most out of their BDC and vehicle buying centers. By staying focused on the fundamentals, prioritizing staff training and development, and embracing new technology and processes, dealerships can adapt to these challenges and emerge stronger than ever. 

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Wendy Reeves

Corey Smith is a highly experienced fixed operations expert and trainer, currently working as the National Fixed Ops Training Manager at APCO Holding’s National Auto Care. With over 25 years in the automotive industry, Corey is dedicated to assisting service departments in improving their performance and growing their revenue. In this episode, Kaylee spoke with Corey about the ever-evolving automotive landscape, the critical role of training and processes in service departments, and the increasing threat of cyber attacks.

As technology continues to play a more crucial role in the automotive sector, service departments must adapt by embracing new tools and processes to offer better customer experiences. In particular, video multi-point inspections have seen rapid growth. Technicians now capture their findings on video, providing customers with a clearer and more informative view of their vehicle's condition. Moreover, Corey believes that with proper incentives and training, technicians can quickly overcome any initial resistance and reap the benefits.

Moreover, the automotive industry faces the growing risk of cyber attacks, which dealerships and service departments must prioritize to protect their systems and educate their staff on potential threats. Corey highlights that cyber attacks can result in significant financial losses and harm a dealership's reputation, making it essential to address this issue proactively.

In addition, Corey emphasizes the importance of proper training and processes for improving service department performance. By training advisors, technicians, and parts personnel, they can better understand their roles and work more effectively. By investing in training and support, dealerships can enhance customer experiences, increase profitability, and reduce the risk of cyber attacks.

In conclusion, embracing new technologies and addressing cybersecurity are vital for service departments looking to succeed in today's market. With the right training, processes, and support, dealerships can navigate these challenges and continue to provide exceptional customer experiences.

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Corey Smith

Tom Kline is the Founder and Lead Consultant of Better Vantage Point and AlwaysDoBetter.com, leveraging his 30+ years of experience as a former franchise dealership owner to help dealerships navigate complex challenges. He specializes in risk mitigation, compliance, and dispute resolution, providing tailored solutions for both publicly-held and private dealerships. In a recent conversation with Kaylee, Tom shared his family's history in the car business and discussed the inception of his consulting business after selling their dealership in 2019.

In today's fast-paced environment, maintaining composure during difficult conversations is crucial. Whether it's a disagreement with a friend, a confrontation with a colleague, or a discussion with an employer, it's essential to stay calm and professional, especially in the business world.

With over three decades of experience in the car business, Tom has witnessed how challenging conversations can escalate if those involved aren't careful. He advises maintaining a level-headed demeanor and a positive attitude during such interactions. Additionally, he emphasizes the importance of avoiding a confrontational tone, as emotional responses can create tension and hinder productive dialogue.

Furthermore, Tom acknowledges that running a business can feel like "trying to tuck an octopus into bed," and stresses the need to minimize risks for dealers. Observing how different dealerships operate in various cities and towns, and how customers' preferences for vehicles can differ, has taught him the importance of flexibility and understanding diverse customer needs.

By adhering to these guidelines, difficult conversations can be managed in a positive and productive manner.

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Tom Kline

Ariel Lee is a LinkedIn expert and financial advisor who helps demystify the strategic planning process for her clients. With her zero-judgment approach and practical solutions, she enables clients to achieve their long-term financial goals, especially during times of transition. Additionally, Ariel's unique expertise in LinkedIn enables individuals to advance their careers and develop professional networks.

Recently, she joined Kaylee on the Parts Girl Podcast, where she discussed her 13-year journey in the auto industry. Notably, she focused on sharing tips for building a strong and engaging LinkedIn presence.

In today's fast-paced world, it's crucial to establish relationships and network for success. Often overlooked, LinkedIn serves as a powerful tool for creating meaningful connections and fostering relationships.

Initially, Ariel was advised to utilize LinkedIn for networking and building relationships. However, she found the traditional methods used in her industry to be unappealing. Instead, she chose to use LinkedIn to connect with like-minded individuals. Consequently, she successfully built her business through the platform, and clients have discovered her there.

Ariel may not be a subject matter expert or thought leader, but she has certainly become an influencer. Her ability to create meaningful connections and relationships on LinkedIn serves as a testament to the platform's networking potential.

In conclusion, it's essential to discover your own way of using LinkedIn without getting bogged down in conventional methods. Ariel's accomplishments demonstrate that it's entirely possible to build relationships and forge meaningful connections on the platform.

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Ariel Lee

Shawn Parrett is a Mercedes-Benz Master Certified Parts Manager with over 25 years of Fixed-Ops experience in the auto industry. Today, he joins Kaylee to discuss the critical role automotive parts play in customer satisfaction. With expertise in commercial sales, customer service, warranty, and logistics, Shawn sheds light on the ever-evolving nature of the automotive industry and its parts.

As technology continues to advance, the automotive industry's needs must adapt accordingly. To stay competitive, parts managers need to focus on growing their parts business. This involves being well-informed about the parts they sell, ensuring customers receive the best fit for their requirements from a knowledgeable and experienced provider.

Shawn says going the extra mile for customers is another crucial aspect of growing the business. When customers feel valued and appreciated, they're more likely to continue their relationship with the parts provider.

Moreover, Shawn adds that parts managers should explore e-commerce and consider offering delivery services to enhance convenience for customers. By delivering parts right to their doorstep, customers save both time and money. 

Lastly, increasing inventory is vital for parts managers. A wider variety of options will not only cater to customer needs but also boost sales. By seizing these opportunities, parts managers can stay ahead in the competitive landscape and elevate their sales figures.

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Shawn Parrett

Sean Reyes is the Chief Marketing Officer of Recall Masters, a leading provider of technology and communication solutions to facilitate efficient repair of vehicles with a recall. Today, Sean joins Kaylee and shares his story of how he got started in the automotive industry, discusses how owners are able to reach out to dealers through Recall Masters, and adds how recalls also drive warranty revenue and generally bring customers back to the dealership to buy more parts and services.

When consumers come in to get their recalls attended to, they are often presented with additional products and services that they can purchase. This presents an opportunity for the dealership to make additional revenue. In fact, 52% of the time, people who have a recall reach into their wallet and buy additional products and services from the dealer.

Sean believes in the importance of safety and vehicle recall compliance, and he is committed to the work of informing and educating people about recalls and product liability. Sean Reyes also understands the importance of personal responsibility and takes steps to ensure that he is not associated with dangerous products.

Overall, dealerships must take the necessary steps to ensure that they are not held liable for recalls. By staying up-to-date on any recalls that may affect their customers, dealerships can protect themselves from liability and create a positive customer experience.

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Sean Reyes

Megan Mahon is the VP of Sales and Business Development for Remarketing Plus, a one-stop-shop for eCommerce remarketing needs and the newest go-to-market vertical subsidiary of Advent Resources, a leader of the automotive digital revolution since 1988. Today, Megan joins Kaylee to talk about her journey and how she got into the automotive industry.

Megan Mahon has an impressive story of success in the automotive industry. After swearing she would never work in the industry due to her father's long hours, she fell into it by accident. Her father was one of the largest wholesalers in Orlando, and she decided to take a six-month break from her job as a food and beverage manager at Disney World to work with him. That six-month break turned into 18 years of experience in the automotive industry.

Megan's experience has helped her improve her skills and learn more about the automotive industry and the product she works with. She has been able to identify the pain points of consignors and developed a platform that can help them move cars faster, make more money, reach more people, do it more efficiently, and make a bigger impact in the industry.

Megan's story is a testament to the power of experience in the automotive industry. Her journey has been long and winding, but it has paid off in the end.

It serves as a reminder that passion and dedication can help create something bigger and better than what was there before.

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Megan Mahon

Julie Douglas is the president and CEO of Dealer Pay LLC, a company that provides seamless, integrated payment processing and advanced software solutions to the automotive industry. She's also known as the "Sales Lady Extraordinaire."

Today, Julie joins Kaylee to discuss her experience founding the company over 9 years ago, as well as the challenges they faced when first scaling the company.

Customers value payment convenience when making purchases. Customers now have more payment options than ever before thanks to technological advancements. Dealer Pay began as a payments provider, allowing customers to accept credit cards and checks while also providing reporting. It quickly became apparent to Julie and her team that there was a need for a full point-of-sale solution for dealerships.

With the rise of technology, companies are now able to streamline their businesses through the use of tools like Dealer Pay. This allows them to bill customers once the parts have been delivered. Furthermore, their new mobile app allows parts managers to take payment as a card-present transaction in front of the customer. This convenience factor is a huge time saver for parts managers.

With the help of tools like this, businesses are able to save time and money while providing a better experience for their customers.

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Julie Douglas

AJ Holst is the President of AJ Holst Consulting and an independent Fixed Operations Coach, Consultant, and Facilitator. He has 37 years of automotive experience and is a highly skilled, passionate automotive professional. Today, AJ shares his 37-year career in the automotive industry with him, initially as a salesperson but later switching to service work to spend more time with his daughter while she pursued her daughter’s softball career.

In the automotive industry, AJ believes that advisors are on the front lines of customer service. They communicate with customers, process transactions, and offer repair and service advice and recommendations. Unfortunately, many advisors are not adequately trained to perform their duties.

According to one advisor, they were simply thrown into the service drive with no formal training. They were expected to figure things out on their own and were blamed when they didn't. This lack of training can lead to costly mistakes and misunderstandings for the dealership and its customers.

By providing advisors with the proper training, dealerships can ensure that their advisors are knowledgeable, capable, and confident in their job.

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AJ Holst

Dave Hines is the owner of XSRE.io, a company that allows car dealership’s customers to bundle accessories with their inbound leads, and allow the dealer to fully customize what accessories they push. Dave is also a Field Architect, Customer Engineer at Google Cloud and operates Davehin.es, which creates simple and functional websites for local businesses.

In this episode, Kaylee interviews Dave Hines on his company XSRE.io and its digital organization of accessories for vehicles. Dave talks about the success of his product, its automated process, and the technology that powers it. They also discuss Dave's career, imposter syndrome, the power of golf, and the benefits of teleporting.

As entrepreneurs, it is essential to focus on customer needs. We must be passionate about providing a product or service that meets the needs of our customers. This is the foundation of any successful business. By focusing on it, we can create products and services that will not only meet their needs but also exceed their expectations. We must be willing to take risks and use data and customer feedback to gain valuable insights into customer needs and preferences.

By doing this, we can ensure that we reach our goals and succeed.

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Dave Hines

Shon Kingrey is the VP of Fixed Operations of the Kayser Automotive Group, with over 28 years of experience for a variety of dealerships. Shon believes Fixed Ops is key to success in the current market.

The automotive industry is in a state of flux. As car sales decrease, dealerships are being forced to re-evaluate their operations to remain profitable. Shon is trying to centralize warranty and reduce the number of administrators needed.

Fixed Ops must evolve to succeed in this competitive market. Dealerships must invest in technology, processes, and training to stay profitable. They must also have a team of motivated, knowledgeable employees to help customers. A well-trained staff with proper resources is your biggest advantage.

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"People need to realize that the parts department is a crucial element in the fixed ops community."

Tully Williams is the Fixed Operations Director for The Niello Company in Sacramento, California. He works tirelessly to ensure his inventory is well-managed and he is able to give back to the company.

Inventory management is the process of tracking and managing the flow of goods, from the point of production to the point of sale. In today’s business environment, it’s essential for businesses to manage their inventory in order to stay competitive and profitable.

The goal of inventory management is to ensure the right products are available in the right quantities at the right time. It’s important to monitor the age of the inventory, special orders, the shelf life of parts, and the working stock in order to ensure that the right products are available in the right quantities at the right time.

Following these tips will help your parts business bottom line!

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Tully Williams

Ed Roberts is the COO of Bozard Ford Lincoln in St. Augustine, Florida. Roberts has been with the dealership for 10 and a half years and has seen its growth from 43 employees to 318.

Ed attributes this growth to the dealership’s focus on customer centricity. He believes that the automotive industry is behind about 30 years in terms of customer service and that it is their opportunity to get better at it. Ed also believes that taking care of their people first is key to taking care of their customers.

By investing in their employees, they are able to provide a better customer experience.

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Vanessa Ruck is founder of The Girl on a Bike, influencer, and motivational speaker with over 300k followers. She understands how precious every day is. Her mission is to make the most of each day and help others do the same

In this episode, we dive into Vanessa’s story. She is a UK-based motorcycle rider and racer who faced a life-altering accident in 2014. After the accident, Vanessa was diagnosed with multiple mental health disorders, including depression and a fear of the road. Through her journey, Vanessa demonstrates the importance of accepting and overcoming challenges.

Vanessa was an adrenaline junkie, who enjoyed sports like kitesurfing, wakeboarding, snowboarding, and rock climbing. However, in an instant, she was thrown into a new reality when she was hit by a car while on her bike. She had seven surgeries over seven years. She was in a dark place and it was difficult for her to accept the changes that had taken place.

Join us for a powerful and inspiring episode about overcoming challenges and finding success, even in the most difficult of circumstances.

Vanessa Ruck

Robert Migliaccio is the service director at Carter Myers Automotive in Virginia. He has 22 years of experience!! He is passionate about helping others succeed and has worked his way up the ranks from detailing to becoming a service manager and a service director. Robert knows Fixed Ops.

Robert Migliaccio was a self-starter from a young age, getting into car radios and stereo installations. This entrepreneurial spirit drove him to become a parts counter guy, wholesale guy, and eventually a service manager at a large Ford/Toyota store.

Personal growth is a priority for Robert, and he fell in love with Cater Meyers Aautomotive's mantra: “move lives forward”. He joined as fixed ops director. Robert has been able to help his team members achieve their personal and professional goals, propelling the company forward.

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Robert Migliaccio

Laurie Halter is the owner of Charisma! Communications, a PR agency specializing in the automotive industry. Her 20 years of professional automotive experience gives her a unique talent for connecting businesses and owners with audiences.

She is the host of the Careering podcast, which interviews fearless female leaders and see what motivates them at work, home, and life.

Laurie learned about connecting people in the automotive industry through LinkedIn. She is a master connector who enjoys watching new relationships bloom. Laurie will be introducing a new person to the automotive industry every month through the Dealer Marketing Magazine, which is an example of connecting people to what they are passionate about. She encourages people to have a giving mindset when connecting with others, and emphasizes the importance of building relationships.

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Laurie Halter

Owen Moon is an experienced automotive marketing consultant and CEO of Fixed Ops Digital, which was started in 2018. He is working with over 750 dealerships across the U.S. and Canada to help them evolve their service departments from an online standpoint.

Owen believes the fixed operations side of the business will remain a huge part of dealerships going forward. He’s been pushing for new integrations, like repair financing, to help customers.

He also believes dealers need to increase sales. Specifically, Owen has noticed that dealerships are missing out on the sale of accessories and tires, and recommends setting up a separate website specifically for smaller parts.

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Owen Moon

Charity Dunning is the Chief Marketing Officer (CMO) at FixedOps Marketing. She helps startup companies build their marketing departments from the group up. She also co-hosts WTF (What the Fixed Ops?!) podcast with Russell Hill.

The automobile industry is changing rapidly, and fixed ops companies need to adapt to survive. Customers are more educated, parts are becoming more refined, and automation is becoming more prevalent.

Charity is specifically interested in the trend of electric vehicles. While electric vehicles are becoming more and more widely accepted, they bring on new challenges. In today’s episode, she’s sharing insights her company has learned from researching data and interviewing experts.

Charity is also a passionate mother, and shares her experience as a working professional. Her understanding of the auto industry challenges and working from home challenges position her perfectly to help you speak and grow leads for your fixed ops business.

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Charity Dunning

Angela Willoughby is the Fixed Ops Analyst with Foundation Auto Corp, a large auto group with 33 stores across Canada and the US. She has been in the auto industry for 25 years, and is passionate about taking care of customers and growing the business.

Despite having a non-traditional career in the auto industry, Angela has managed to thrive due to her ability to partner with third party vendors. Angela plays a pivotal role in helping the company to grow by supporting their service team and managing the relationship with vendors.

Her hard work alongside Justin Pomeroy have Foundation Auto Corps Fixed Ops on track to provide more automotive solutions to North America.

Takeaways

1. What is a fixed ops analysts
2. Angela's resilience through an inspiring journey
3. Her spirit animal - perfectly describes her and why she's a great leader

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Angela Willoughby 

Marcus Aman is the founder of Bayley: The Service Bay Assistant, a technology that helps reduce chaos at the dealerships, by identifying bottlenecks and allowing service staff to work more efficiently using IoT devices and the smart bay sensor system.

Marcus was a former fixed operations director who had worked in the car industry for 14 years. He was frustrated with the efficiency of the dealership, so he decided to create a timer system to track the activity of cars in the shop. Through a mutual customer, he was able to turn this into a business, Bailey, a smart service based system which tracks efficiency. He loves the people he has met in the industry and now has the ability to control his destiny and make a difference in the industry. His daily driver is a Honda Accord, but he loves his Jeep Wrangler for his kids.

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Mark Haeck is the VP of Business Development at Mainstreet Computers LLC. The company provides glass repair and replacement software. Everything from inventory to insurance is included.

This software provides dealerships with an additional source of revenue. This allows dealers to help employees work more efficiently and give customers a better solution to the problem of damaged windshields.

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Kyle Winkley is a financial advisor who used to work for BG and in the Auto space. He is now focusing on helping companies retain, recruit, and reward their top or key employees. He is also working with individuals on an individual level to help them with their financial journey.

Ellen Haney is the parts manager at Jeff Schmitt Auto Group. She has been in the automotive industry for 5 years and in management for 3. Shonda Miller is the service manager at Jeff Schmitt Auto Group. She has been in the automotive industry for 11 years and in management for 5.

Ellen Haney and Shonda Miller have been successful in their roles as parts manager and service manager, respectively, at their auto dealership. They attribute their success to their strong working relationship and communication skills. As women in the automotive industry, they feel they have to work harder to prove themselves. However, they have overcome all the challenges they faced to accomplish where they are today.

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Joshua Taylor is a Technician and the founder and CEO of Just Work Hard Consulting, Inc., a company that provides technicians solutions and consultation services. Joshua shares how obsolescence in the automotive industry can be prevented by accurate diagnosis and avoiding over buying all parts at one time. Teamwork between the tech and parts departments can make the process more efficient (and profitable).

To prevent misdiagnosis in repairing cars, communication with customers needs to be a constant practice for dealerships. Transparency is also just as important. Communication, teamwork, and transparency lead to an efficient process in serving customers and providing their needs.

Joshua also shares his insights on the future of the auto industry. With constant innovation and changes in technology, dealerships need to keep up with the trends.

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Jaimie Bowe is the territory manager of Update Promise, a consumer-experience, lifecycle solutions company that puts dealerships in touch with their customers. With their mobile app and online platform, customers can easily connect with dealerships and service writers for vehicle repairs and related services.

Jaimie shares how innovations provide better solutions for dealerships, especially when it comes to the convenience of customers. Process and communication are important factors in addressing the needs of clients. Technology plays a significant role in making services accessible, and failure to leverage the technology can be disastrous

When it comes to the internal aspects in dealerships, opportunities for training and constant learning need to open for service managers and directors so that they can get updated with the best practices in the industry.

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Mike Gass is the parts director for Rick Case Automotive Group, an auto dealership company with headquarters in South Florida and a store branch in North Atlanta. Mike has been through many roles in dealership departments and has worked his way to the top.

Mike explains the differences between the parts department and the service department. Even though they differ in many ways, both are vital to achieving the dealership’s mission - provide quality service for customers.

Treating company employees right plays a huge part in achieving dealership success. Quality service depends on how motivated the people are in every department. If you give employees the opportunity to grow, learn, and think, they will thrive.

Three Takeaways

1. Parts people go through several challenges that many people don’t usually see.
2. Treating employees with care and keeping them motivated will help them work together to overcome challenges.
3. Being honest with customers, understanding their perspective, and putting their needs first will help the dealership succeed.

Quote

“The customer’s perception is the customer’s reality.”

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“Everything I did, I did with passion.”

Troy Scheer is the director of marketing and communications for the National Independent Automobile Dealership Association. Their mission is to make sure that independent dealers get updated on the latest trends and technology in the automotive industry.

Troy shares his experiences working in the automotive business and the years prior to his fulfilling career. While working in the marketing industry with his wife, he was introduced to the world of automobiles after meeting a client who saw value in his potential.

Working closely with independent dealers made him realize the differences between franchise dealerships and independent businesses. He shares these aspects as well as his insights on the future of the industry in this episode.

Three Takeaways

1. Independent dealers face different issues.
2. Connect with the right people at conventions.
3. Always keep a positive mindset.

Quote

“Everything I did, I did with passion.”

Resources

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Brooke Furniss is the CEO of BZ Consultants Group, a consulting agency that specializes in reviewing dealership reports and guiding dealers through their relationships with vendors. Brooke shares why it’s important for business owners to delegate tasks for their staff so they can all learn together.

Brooke also shares her tips to make an automotive business successful - investing in people through training is a key initiative in strengthening the company. Communication also plays a huge role in running the business. In order for a dealership to maintain quality service, all departments must learn how to communicate, fill in the gaps of their services, and work together.

In this Episode

0:00 Introduction

1:55 Why are departments separated in dealerships?

5:17 Overlooked opportunities

10:20 Important auto-business discussions

15:40 The hardest lesson Brooke learned in her career

20:24 How would Brooke like to be remembered?

21:59 Brooke’s favorite mantra

24:53 Reach out to Brooke!

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“If you’re a dealership, you have to look for the right person you can train and mold. But you have to have a process and core values.”

Corey makes sure that dealership advisors don’t go through a complicated process in providing quality service to their customers. Just like sports, businesses need a playbook that will serve as a guide for systematic procedures. Corey meets with business executives to guide them in coming with the right dealership process.

With the convenience of applying guidelines in their job, dealerships can easily achieve their business goals, complemented by the management’s dedicated leadership, the service adviser’s committed initiatives, and the technicians’ mechanical expertise.

In this Episode

0:00 Introduction

1:52 What are the things that advisers don’t have time to do?

5:41 Solutions to address managerial gaps

7:26 What can dealerships do to fix problems caused by mismanagement?

15:31 What is one of the hardest lessons that Corey learned in his career?

28:22 Reach out to Corey Smith

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Maureen Martin attributes her ongoing success in the automotive industry to her personal mantra: be flexible and stay focused. As the current vice president of client retention and strategy for Dynatron Software, Inc., she applied some of the best business practices in dealerships based on her extensive career in the industry.

She found her passion for automotives and dealerships at the Ford Motor Company in 1985 where she first started working even before she graduated from college at Western Michigan University. She got involved with strategy, consulting, and marketing, and even went as far as relocating an entire customer service division from a “hacienda”  to a stadium, before coming up with her own consultation agency a decade after.

She believes that data-processing is crucial when it comes to dealerships, especially when information helps businesses grow. As change is constant, companies need to find ways to adapt or to set the trends themselves. With Maureen’s dedication to the automotive industry comes her personal belief that learning never stops.

In this Episode

0:00 Introduction

1:21 How Maureen started in the industry

16:46 What it means to come in to the industry

20:30 Lessons learned in the industry

26:17 What does Maureen love most about her job?

29:40 The importance of embracing cultures

31:20 Maureen’s personal mantra

35:13 Reach out to Maureen

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